Taking the Fast Lane to Customer Satisfaction


After an extensive RFP process, Toyota selected Social Factor to improve their community management – both managing volume in a timely manner, and responding appropriately.


Social Factor provided a solution that combined on-site resources with remote team members to provide 7am-7pm weekday coverage, with a team of off-hour specialists to cover nights and weekends as needed. Prior to beginning moderation, the Social Factor team implemented a highly effective 3 week discovery and training process to prepare the team for the highest efficiency.


In the first 30 days of active community management, Social Factor reduced average response time from over 12 hours to 1 hour, yielding a 94% reduction in response time.